Residential Rights and Responsibilities for Jamestown Board of Public Utilities’
Electric Customers
Jamestown, New York
This document summarizes your rights and responsibilities as a Jamestown, NY, Board of Public Utilities (BPU)
electric customer. Once you have read it, keep it for future reference.
These rights and responsibilities result from New York State Public Service Commission (PSC) rules and
a regulation – the Home Energy Fair Practices Act (HEFPA) - which is called the “Consumer Bill of Rights.”
QUESTIONS, PROBLEMS, APPEALS
Contact the Board of Public Utilities as soon as possible if you
have any complaints, questions or problems regarding your
electric service. You are entitled to a prompt answer. The BPU
Customer Service Office is located at 92 Steele Street,
Jamestown, New York, or you may reach the BPU by telephone at
(716) 661-1660 or by mail at P.O. Box 700, Jamestown, NY
14702-0700. BPU Customer Service Office hours are: 7 a.m.—
5:30 p.m. Monday-Friday excluding holidays. You may also reach
us via email through our website at www.jamestownbpu.com.
If you are not satisfied, you may write to the Office of
Consumer Services, Public Service Commission (PSC), at Three
Empire State Plaza, Albany, NY 12223, or call the PSC toll-free
HELPLINE at 1-800-342-3377. The HELPLINE is staffed from
8:30 a.m. to 4:00 p.m. on business days. PSC consumer
representatives will investigate your complaint and determine
whether the BPU has acted properly.
The PSC also has a special emergency HOTLINE for
residential customers for matters concerning the connection or
disconnection of electric service. 1-800-342-3355 is the PSC tollfree HOTLINE number. It is staffed every business day 7:30 a.m.
to 7:30 p.m.
The BPU cannot turn off your electric service for your failure to
pay the amount in question while your complaint is being
considered by the Public Service Commission. All other amounts
and bills are payable when rendered.
BILLING
The BPU uses actual automated meter readings to determine
your monthly bill. There may be rare occasions to use estimated
readings, such as severe weather or equipment failure. The BPU
has a responsibility to supply electricity to you in a reasonably
reliable manner, and customers have the responsibility to pay
utility bills promptly. Here are some important points about billing:
Billing Accuracy — The BPU does everything it can to bill your
account accurately. Under certain circumstances, the utility may
issue you an estimated bill if it cannot read your meter or if it
appears that the reading may be wrong. The procedure the utility
uses to calculate an estimated bill is approved by the Public
Service Commission. Each estimated bill clearly states that it is
based on an estimate. If, by using estimated bills, the BPU has
understated the amount you owe by 50% of the actual usage or
$100 (whichever is greater), the utility must notify you of that fact
in writing and you may make monthly payments on the difference.
When To Pay – The BPU electricity bill is for electricity already
used, so the bill is due and payable when received. A payment is
considered overdue 23 days after the bill is mailed to you. This
date is printed on the bill. If you pay after that, you will have to pay
a late payment charge. Late payment charges are 1.5% of the
past-due amount and are assessed each month on any unpaid
past-due balance. If you have any questions about your bill,
contact the BPU Customer Service Office right away. The
telephone number is (716) 661-1660.
Where and How To Pay – Most of our customers pay by mail,
using the return envelope provided with the bill.
You may pay online: log in at http://
account.jamestownbpu.com or click the “Access BPU Account”
link under “Quick Links” on the BPU homepage at
www.jamestownbpu.com. Follow directions to set up your
account. Electronic checks also are accepted.
You may also pay in person at the City Treasurer’s office on
the first floor of City Hall, Third Street, Jamestown, NY; at the BPU
Customer Service Office at 92 Steele Street; and at the Town of
Ellicott Administration Building, 215 S. Work Street, Falconer, NY.
D Drop boxes for payment of bills after hours are located at the
Tracy Plaza entrance to City Hall, in the City Hall Police
Department entry vestibule, outside the Town of Ellicott
Administration Building and in the glass-enclosed corner of the “D”
building on 92 Steele Street. For drop box payments, please do
not leave cash. Please include your bill stub with your
payment.
No private business has authority to accept payments for
the BPU.
Easy Pay – You may pay your BPU bill automatically. Once you
authorize automatic payment, the BPU will withdraw the billed
amount from your checking account on the last day before the bill
becomes delinquent. We will continue mailing your regular
monthly bill to you to keep you informed of payments posted and
received, your energy use and costs, your meter information and
the BPU newsletter.
Balanced Billing – This payment method is available for all
qualified customers and may be established at any time during the
year. The budget amount will be established at the time of
enrollment and the true-up month will be in July. At that time, the
customer will pay shortages due the BPU or may receive a check
for overages or credit the overage to the account. No interest will
accrue on overpayments.
The BPU will monitor usage of Balanced Billing customers and
suggest changes in the budgeted amount, should it be
significantly different than the historical data. If there is a rate
increase mid-way during the customer’s budget year, the
budgeted amount will be increased by the percentage of the rate
increase. Either party can request an adjustment at any time.
Customers enrolled in Balanced Billing may withdraw at any time.
ACCESS TO YOUR METER
The BPU reads your meter so that it can send you an accurate
bill based on the amount of electricity you use. If the utility is
unable to read a meter for four months in a row, the BPU will send
you a notice requesting that you either provide the utility with a
reading or make an appointment for a special reading during or
after normal working hours. You may phone your electric meter
reading to the BPU or send it electronically through the website,
www.jamestownbpu.com. If you do not control access to your
meter, please arrange with the building owner or manager to let
the utility service worker into the building.
If, after eight straight months, you haven’t made an
appointment or provided the BPU with a meter reading, you or the
individual who controls access to the meter may be subjected to a
charge of $25.
DEPOSIT POLICY
The deposit amount is based on two times the average
monthly bill for the previous twelve months. The Public Service
Commission rules govern deposit policies as follows:
New Customers – The BPU may charge a deposit for all
residential customers who are seasonal or short-term customers
(requesting less than one year of service).
Existing Customers – Existing residential customers who have
had their services disconnected for non-payment in the preceding
six months, or who have accumulated two consecutive months of
arrears without making reasonable payment, or have filed
bankruptcy, may be charged a deposit by the BPU.
Public Assistance – If you receive public assistance,
supplemental security income (SSI) or additional state payments,
the BPU cannot require you to pay a deposit.
Deposit Request – If you are required to post a deposit due to
bankruptcy, the BPU will give you 20 days notice before the
deposit becomes due.
Refund – The BPU can hold the deposit, and will credit interest to
your account on a yearly basis, until you are not delinquent in
payments for a period of one full year.
FINAL TERMINATION NOTICE,
SERVICE TURN-OFF AND TURN-ON PROCEDURES AND
SPECIAL PROTECTIONS
If you fail to pay overdue bills, the BPU may turn off your
service only after it has given the required notice and offered you
a deferred payment agreement for your overdue bills.
Final Termination Notice – Before the BPU can turn off service
for an overdue bill or deposit, the utility must send you a Final
Termination Notice. The BPU does not send a Final Termination
Notice until you have failed to pay a bill more than 23 days after it
was mailed to you. Once you receive a Final Termination Notice,
you have 15 more days in which to pay the bill, arrange for
payment or contact the BPU about it before service can be turned
off. If you think the BPU has made a mistake in your account, call
the BPU Customer Service Office at (716) 661-1660. The BPU will
check it and postpone turning off your service while it is looking
into the matter.
The BPU will offer you a deferred payment agreement at least
five days before turn-off unless it is determined that you have the
financial resources to pay the owed amount. If you sign a deferred
payment agreement and comply with its terms, and also pay your
regular monthly utility bill, the utility cannot turn off service. If you
are unable to reach an agreement with the Board of Public
Utilities, the PSC staff will help you make such an agreement.
Unless you qualify for the special protections described in the
section “Hardship Procedures” described further on, your services
will be turned off if:

You fail to pay the amount due as shown on the Final
Termination Notice or
You do not work out a deferred payment agreement.
effect as long as the device is needed but you must inform the
BPU every three months. The BPU will also code your account to
assure added protection to you.
Elderly (62 or older), Blind or Disabled – If you and all people
living with you are 62 years of age or older, blind or disabled, the
BPU will make special attempts to maintain your utility service.
The BPU will attempt to contact you by telephone or in person at
least 72 hours before turn-off is scheduled to try to work out a fair
payment plan.
If arrangements cannot be made, the BPU will notify the
Department of Social Services of the possible turn-off and will
continue service for 15 days. If the BPU ultimately turns off
service, they must, within 10 days after that, attempt to reach you
and devise a plan for restoring service.
If you qualify for protection under this section, notify the BPU
immediately.
Cold Weather Protections — November 1 to the following
April 15 – If you pay the utility for your heat, the BPU cannot turn
Time of Termination – The BPU is only allowed to turn off utility off your service until it has tried to determine if a serious problem
with health or safety would result because of the service turn-off.
service for nonpayment between 8 a.m. and 4 p.m., Monday
The BPU will try to contact you by telephone or in person at least
through Thursday. The BPU cannot turn off service on a holiday,
72 hours before service turn-off is scheduled. The BPU will try to
the day before a holiday, any day the utility’s business office is
closed or for a two-week period during the Christmas - New Year contact you during business hours, and again at the time of turnoff. If the BPU finds that service turn-off might cause serious harm
season. The BPU can turn off service without notice any time
to your health or safety, the utility must ask the Department of
there are serious safety problems and the BPU will restore
Social Services to investigate and the BPU must continue service
service as soon as the problem is corrected.
for at least 15 business days.
For the cold weather protections, the BPU considers “heating”
Landlord Problems – If you live in an apartment building or twoto include utility services needed to provide heat. It may include
family house with your electric included in your rent and your
direct electric space heating, electric service needed to operate a
landlord fails to pay the electric bills for the building, you may be
furnace or, if you notify the BPU in writing, a safe electrical
able to have the service kept on by joining with the other tenants
to pay the current bill. You only have to pay for charges billed after heating device.
the disconnect notice to the landlord. The BPU will notify you if
THIRD PARTY NOTIFICATION
the landlord has failed to pay by posting notices on the building.
A third party notice may keep your service from being turned off
Reconnection of Service – If the BPU turns off your service, they by mistake. Request this form from the BPU Customer Service
Office at (716) 661-1660.
will reconnect it within 24 hours:




Once you have either paid the amount due or signed a
deferred payment agreement and made the down
payment;
When the PSC directs the BPU to reconnect service; or
When you face a serious threat to your health or safety.
If you receive public assistance, the BPU will turn your service
back on after they receive a commitment of full payment from the
social service agency helping you.
The BPU has the right to charge a fee of $30 plus tax to turn
service back on during normal work hours (8 a.m. to 4 p.m.,
Monday to Friday); or $70 plus tax outside those hours and days.
All residential customers may choose a third party to be notified
regarding service turn-off. You may choose a relative, a friend, a
member of the clergy or an agency (such as the Department of
Social Services) to be a “third party” for copies of any Final
Disconnect Notices the BPU sends to you because of overdue
utility bills. The third party can contact us on your behalf and help
you work out payment terms with the BPU, however the third party
is not responsible for paying your bills.
DIVERSION OF SERVICE – Important information for
Tenants and Landlords
By law, tenants are required to pay only for the electricity they
use. Sometimes a tenant’s electric meter also registers electricity
used outside the tenant’s dwelling. This is called a “shared meter”
condition. A tenant that is billed for a shared condition must be
reimbursed by law and/or, under certain conditions, with BPU
approval, a tenant may enter into a mutually acceptable
agreement with their landlord to address the situation. To
determine if a shared meter condition might exist, the BPU will
need access to the apartment, the meters and any common areas
of the building.
The BPU is required by law to provide written notifications of a
pending investigation and the resulting determination to all parties
involved. Failure by the landlord to cooperate with the BPU’s
request to investigate may still result in the BPU determining a
“shared meter” condition. If the landlord fails to take any action
within 120 days of a “shared meter” determination, the law
requires that the BPU can establish an account in the landlord’s
name for all future service measured on the shared meter until
they meet compliance requirements. Under certain circumstances,
HARDSHIP PROCEDURES
In accordance with Public Service Commission rules, the BPU will the landlord may be billed for other charges, where applicable,
regardless if the situation is corrected or not.
continue electric service if a person’s health or safety is
Deferred Payment Agreement – If you have a financial problem
that prevents you from paying your bills, the BPU will work with
you to establish a deferred payment agreement. The agreement
can be for as little as $10 per month with no down payment, but
must be fair and must be based on your ability to pay. The BPU
may require you to make a down payment but it cannot be more
than 15% of the amount owed or one-half your average monthly
bill, whichever is greater. The balance owed after the down
payment can be paid in equal payments of up to one half of your
average monthly bill or one-tenth of the balance, whichever is
greater together with your current bills, over a period that you and
the utility agree on. The agreement can be changed if you can
show the BPU that there are significant changes in your financial
condition beyond your control. If you cannot reach an agreement
with the BPU, the PSC will help you. You may reach a PSC
representative at HELPLINE number 1-800-342-3377.
threatened by the lack of service. The BPU also will refer health
or safety problems to the Department of Social Services. In the
following hardship cases, the BPU will not turn off service:
Medical Hardship – If you or a family member is faced with a
medical emergency, providing the BPU with a medical certificate
from your doctor will continue emergency service for 30 days. To
renew the certificate after 30 days, your doctor must explain in
writing why you still need the emergency service. You will be
required to provide financial information to determine if you are
eligible for a renewal. The BPU will NOT shut off your service
during your health emergency, but you still are responsible for
paying your bills.
Life Support Customers - If you need utility service to operate a
life-support device, your doctor’s medical certificate will remain in
REGISTRATION FOR SPECIAL PROTECTION AND REQUEST
FOR INFORMATION
If you have a medical hardship, need electric service to operate
life support equipment, are 62 years or older, blind or disabled,
receive public assistance, SSI or additional state payments or
wish to sign up for third party notification, please call the BPU
Customer Service Office and request that your account be coded
for special protection from turn-off. The BPU Customer Service
Office number is (716) 661-1660.
7/2015